Pylon allows us to meet our customers where they need us most, which in our case is in the internal Slack workspaces they are already using in their companies. This helps us stay very connected to our customer base and offer support in a timely and agile way. Review collected by and hosted on G2.com.

The newness of Pylon can be challenging. As a new tool and a new company, at times there are instances where a feature or functionality is still getting polished or built. That said, Pylon is incredibly helpful and responsive when I run into circumstances where that is the case. Review collected by and hosted on G2.com.

The way it integrates with Slack so we can manage all support channels from one tool. Review collected by and hosted on G2.com.

Some of the settings are not very intuitive. Also the fact that the merge issue functionality is too limited. Review collected by and hosted on G2.com.

ability to span multi-customer channels (Discord, Slack, website, etc.) Review collected by and hosted on G2.com.

Inability to customize some of the appearance, templates, or CX Review collected by and hosted on G2.com.

Keeping track of tickets that come in from multiple sources Review collected by and hosted on G2.com.

The Claude mcp with pylon could be better Review collected by and hosted on G2.com.

Easy to use, fantastic features, and regular updates Review collected by and hosted on G2.com.

Nothing specific comes to mind at the moment Review collected by and hosted on G2.com.

Easy and intuitive flow, communicative team Review collected by and hosted on G2.com.

Lots of information, can b tricky to navigate sometimes Review collected by and hosted on G2.com.

Automatic status-change based on repsonse Review collected by and hosted on G2.com.

I would like to be able to create & link internal tickets to existing tickets Review collected by and hosted on G2.com.

I use Pylon for my B2B customer support at Portkey. I like the UI/UX of Pylon. The AI agents feature is particularly appealing as it auto-classifies tickets and includes all the support features. Review collected by and hosted on G2.com.

I think it would be great for it to ingest some more data about my company from its docs. Review collected by and hosted on G2.com.

I like the system integration features of Pylon, which can organically integrate external and internal messages, allowing me to see all discussions on the same topic in one place, a feature that other tools lack. Pylon has greatly improved our work efficiency because it addresses the challenges of information fragmentation and tool switching, enabling information to be centrally presented and incorporated into the company's workflow without the need to switch back and forth between different tools. Pylon is also relatively easy to use. Review collected by and hosted on G2.com.

I think the AI part still needs enhancement. For example, we found that when AI performs multiple queries on the same query, the results it obtains are inconsistent. This might be related to hallucinations, but for our internal fixed systems, Pylon, we can actually make the return constraints or information verification more accurate. In addition, I believe AI is a major trend, and Pylon should promote more tips on using AI, the methodology of AI usage in the Pylon system, and how to guide people to use AI to assist their work. Review collected by and hosted on G2.com.

Pylon makes it super easy for us to communicate with all of our customers. We onboard everyone into individual slack channels and at this point we have hundreds of them, sending a manual message would take forever. With Pylon we can send and edit messages quickly and it helps scale the efforts of our customer management teams. Implementation was easy and we've had no problems. Review collected by and hosted on G2.com.

Nothing to dislike about Pylon right now, our team has been happy. Review collected by and hosted on G2.com.